Star Seller But Hit with Payment Reserve Again . No Resolution from Support

[MassieCreekMiniature]

Hi everyone,

I’m reaching out because I’m beyond frustrated. I’ve been an established Etsy shop for a while now... great standing, consistent sales, and I’ve even been awarded Star Seller multiple times, including just recently (I even got the congratulatory email).

Despite all that, Etsy has placed my shop on a payment reserve again. No prior issues or warnings. When I contacted support, I was told it’s likely a “glitch”...but no one is offering a real solution or timeline for when it will be fixed.

It’s disheartening to meet all the metrics, maintain a good track record, and still get caught in something that negatively impacts my ability to operate. Has anyone else experienced this lately? Any advice on how to escalate this or actually get useful help from Etsy?

Thanks in advance.

[Marmalady]

You are not currently a Star seller -- you are missing the Reviews badge (based on reviews received in March April May)

Reserves are placed on accounts based on different risk factors, such as, but not limited to:

• A sudden sharp increase in orders 
• Orders are consistently missing tracking information or tracking events
• Orders aren’t dispatched on time
• A recent increase in refunds
• You recently made your first sale on Etsy

Do any of these factors apply?

[MassieCreekMiniature]

---

On June 1st, I received an email from Etsy congratulating me for achieving Star Seller  but shortly after, my shop was placed on a payment reserve. I’m not a new shop, I have a strong track record, and I’ve consistently maintained excellent customer service. I have screenshots of my stats from the days before, during, and after the 1st to show I absolutely met the Star Seller requirements and I made sure I did, because this has happened to me before.

Support told me it’s a “glitch,” but nothing has been fixed. I can’t get real help, and I’m blocked from contacting Etsy through normal support channels. This payment reserve is holding back money I need to fulfill orders  and I’ve done nothing wrong.

The Star Seller badge and on-time payouts are supposed to reflect trust and reliability. I’ve done my part. Etsy isn’t holding up theirs. The badge is the only thing that offers any sense of protection under Etsy’s constantly shifting systems, and now even that feels unstable.

I just want this resolvedquickly and fairly

[CraftyCornishMaids]

@MassieCreekMiniature 

Star seller is the least your worries, you failed the customer service standard, which is much more serious

you have to have 4 reviews of 3 stars or fewer in the last 3 months, to pass

In April you had 1 and May , 4, , you have 5 reviews that are 3 star or fewer - you are on reserve, for failing the customer service standard for reviews

etsy is 100% holding up their part.

on June 4th, you have another 2 star

from etsy

What happens if I don’t meet the customer service standards?

If you fall short of one or more of these standards, you risk lowering your search visibility. 

If you are repeatedly failing to meet the standard for case rate, your selling privileges may be temporarily or permanently revoked.  

[Aurelia6311]

I have a theory etsy will have 20% of its sellers on 3 month payment reserve at any one time. There are millions of sellers on the platform = very easy money for etsy to "borrow". It's an unarranged loan. 

[MassieCreekMiniature]

That’s my theory as well. I’ve noticed when Etsy’s stocks drop.. reserves start increasing. 

[cindylouwho2]

@Aurelia6311 most of us have never had a reserve. How could it be 20% at any given time? 

Etsy stated that the number of people on reserve back in 2023 when the UK situation was really bad was under 2%: https://www.theverge.com/2023/7/29/23810536/etsy-sellers-payment-reserves-fraud-protection I have not seen as many reports of reserves since then; that time was definitely the high point for the complaints, threads and emails to me. 

As someone who has researched reserves since they started, I am pretty certain the number of people on reserve is not even 1% most of the time. I would be getting a lot more emails if I were wrong LOL

The OP is on reserve due to the low reviews, which are under the customer service standards we all must meet. 

[PlatypusDream]

You do have at least one problematic listing in your shop.

Etsy does put "risky" shops on reserve because they may be shuttered soon.

Remove any items that have issues.

[MassieCreekMiniature]

And what item would that be? 

[MassieCreekMiniature]

I wasn’t aware that a shop that is 100% handmade, designed by me and unique could even have a problematic listing! 

[PlatypusDream]

@MassieCreekMiniature 

Do you have licensing to use Amazon's name and logo?

https://www.etsy.com/seller-handbook/article/22398703823

[GlassyFields]

I took a look at your shop ... super cute miniatures and overall great reviews.

Hope it turns out to be a glitch but based on the reviews looks like sometimes slow shipping is a reason. Might be bad luck but Etsy might see that as a risk.

I was also curious about why no shop location and no About Me section. I've heard that Etsy prioritizes finished shops so certainly wouldn't hurt to finish yours.

[LastCentury]

"no shop location and no About Me section"...

and no shop policies

and no shop announcement

and no personal profile.

and no shop members

nothing about the seller at all, just a shopname... may as well be Amazon.

incomplete shop = not something etsy likes.

definitely not something I like as a buyer looking for something handmade. I want to connect with a real person.

[PrimFun]

Star seller means having all three badges.  You are missing one which is reviews.  And some of the reviews indicate issues including lack of response.  Whether or not this is true only you know.  Etsy however sees this and they wonder if you are not reaching service level standards.

There could be more to this but only you and Etsy know that.

I suggest adding your location and about page as well as shop policies.  An incomplete shop adds to Etsy's uncertainty.

Since you have other great reviews and can fix your shop, I think you can overcome this issue and soon the payment reserve will be history.  Except if the same issues still exist from last time, you are now on Etsy's radar. 

[WPshoppe]

I wonder if it has anything to do with your product change? You went from labels and planners to miniatures. Was this a recent change? 

[MassieCreekMiniature]

I switched about 6 months ago, I also changed my name. 

[bradgoodell]

Have you had any disputes recently?  Some of your feedback from May indicates you may have.  You had 4 neutral/negative reviews during that period.  I didn't do the math, but it doesn't appear you would be eligible for Star Seller with your May reviews alone.  

Too much poor feedback or too many disputes can both put your shop on Reserve.  Etsy doesn't want to have to pay out for unhappy buyers.